Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website. See our User Agreement and Privacy Policy.

Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website. See our Privacy Policy and User Agreement for details.

Developer who decided to service outside forum instead of customers At ANOTHER company, BigCartel support is its own skill and developers are expensive At Clubhouse went alone but soon ran into issue, we couldn’t quickly hire out of. Developed another approach

Some of the developers. Some of the time. Works well at small company like Clubhouse can work well if coordinate across three key areas

What’s yours what’s theirs? Support needs to have written down and be ready to train. Engineering also needs to have their workflows written and ready to share. Rogue dev pushing code. Missing QA and documentation is not good. Get relationship off to good start by harmonizing process.

Who does support need? Who can you afford? At another company Automattic they rotate whole product team for Support Week. Assign appropriate tickets. In addition to technical, also need good communication skills. Don’t put on the snarky dev who was just hired to crunch code. But might need to look at how hire if no one fits the bill.

Daily commitment? Regular rotation? Support happy to take ALL TIME I know at ANOTHER STARTUP FullStory, they rotate people on and off support desk avoid EMPATHY FATIGUE. Also regular interval to review arrangement and report wins back to the organization.

So harmonize process. Pick the right people. And set clear periods of time to rotate and review. There’s the plan. We’ve all got a lot on our plates to be sure BUT

with some more hands on deck, I think we can tackle it all.

Making Developers on Support Work For Everyone by Camille E. Acey

1.
Making “Developers on
Support” Work for
Everyone
Camille E. Acey / @kavbo